what is unique about staffing practices at the online shoe company zappos? course hero

How does Zappos test new employees’ commitment to training?

Jul 22, 2019 · Question 3 What is unique about staffing practices at the online shoe company Zappos? New hires are trained by employees of other successful shoe companies. Employees are trained to do every job in the company. Trainees are offered up to $2,000 to quit the company at any time.Correct!Correct! The CEO personally trains every single employee.

What's it like to work at Zappos?

Jan 31, 2018 · Question 1. What is unique about staffing practices at the online shoe company Zappos? New hires are trained by employees of other successful shoe companies. Employees are trained to do every job in the company. Trainees are offered up to $2,000 to quit the company at any time. The CEO personally trains every single employee.

What is the customer service strategy behind Zappos'success?

Feb 02, 2018 · Question 7 1 / 1 pts What is unique about staffing practices at the online shoe company Zappos? New hires are trained by employees of other successful shoe companies. Employees are trained to do every job in the company. Correct! Trainees are offered up to $2,000 to quit the company at any time. The CEO personally trains every single employee.

Does Zappos have a code of conduct?

Jun 08, 2016 · Question : What is unique about staffing practices at the online shoe company Zappos? Student Answer: New hires are trained by employees of other successful shoe companies. Employees are trained to do every job in the company. Trainees are offered up to $2,000 to quit the company at any time. The CEO personally trains every single employee.

How does Zappos work?

In an interview with Rebecca Henry, the former Director of Human Resources for Zappos, three key factors stood out: 1 The company consciously decides what the corporate culture needs to look like. 2 It then consciously reinforces and supports that culture through all of Human Resources and management work systems, initiatives, and projects. 3 Zappos staffs Human Resources locally for success with people. The corporate group provides company-wide services like the comprehensive employee handbook.

What is Zappos's family event?

Zappos sponsors a couple of family events a year and three big company-wide events: a summer picnic, a January party at Tony Hsieh's, Zappos CEO, and a vendor party that employees and families attend.

What are the activities of Zappos?

Zappos holds quarterly smaller events such as theater, bowling alley parties , and so on. Activities range from contest dioramas from movies in employee services to the shipping department putting on an Easter egg hunt. Various departments hold cookouts regularly.

What is a manager at Zappos?

Managers are key at Zappos for promoting the company culture. Managers hire and fire, but they must do it with Human Resources support. Managers make job offers; call and then make a written job offer. Managers enter data into offer letterforms for consistency.

How many behaviorally based questions are there in Zappos?

Interviewers have developed five or six behaviorally-based questions that illuminate a candidate's congruence with each of the Zappos core values cited earlier. This approach to interviewing allows interviewers to assess a candidate's potential ability to fit within the culture and to exhibit the necessary skills.

What is a training team?

A training team trains employees in each core value. So, every employee hears the same message, learns the values, and learns the behavior that is expected to live the values every day at work. The trainers are available for training value gaps.

What is a call center employee at Zappos?

At Zappos, these customer service employees do not work from a script and are encouraged to use their imagination to make customers happy. They do not have to ask permission from a boss to give their customers the wow factor. With over 75% of sales from repeat customers, they succeed.

What is confidential information about Zappos?

Confidential information about Zappos and its operations belongs to Zappos. Confidential information includes all non-public information about Zappos, our operations, and that of our parent, Amazon.com, Inc. and its subsidiaries (“Amazon”) that, if disclosed, might be of use to competitors or harmful to us. Confidential information may include, for example, information about Zappos’ strategy, plans, customers, suppliers, financial statements, credit card information, contracts, capitalization, proposed acquisitions or divestitures, as well as confidential information about other companies with which we do business. You must maintain the confidentiality of information Zappos, Amazon, and our business partners (e.g., vendors, customers, service providers) entrust to you, except where disclosure is clearly authorized or legally mandated. You must not, without proper authority, give or release to anyone not employed by Zappos or Amazon, or to another employee who does not need to know, data or information of a confidential nature. Each supervisor is responsible for controlling the disclosure and use of confidential information by employees under his or her direction. Additional restrictions on use of confidential information are more fully set forth in the Confidentiality Agreement each of you signed upon accepting employment with Zappos. That Confidentiality Agreement remains in effect for as long as you are employed by Zappos and after you leave.

What are Zappos' actions?

Zappos will take appropriate action against any employee whose actions are found to violate this Code of Conduct. Disciplinary actions may include the immediate termination of employment. Where Zappos has suffered a loss, it may pursue its remedies against the individuals or entities responsible.

What are the core values of a company?

In one way or another, the concepts of integrity, honesty and commitment contained in this Code of Business Conduct and Ethics (the “ Code of Conduct ”) are already touched on in our Core Values and currently exist in our company culture. Our ten core values are: 1 Deliver WOW Through Service 2 Embrace and Drive Change 3 Create Fun and A Little Weirdness 4 Be Adventurous, Creative, and Open-Minded 5 Pursue Growth and Learning 6 Build Open and Honest Relationships With Communication 7 Build a Positive Team and Family Spirit 8 Do More With Less 9 Be Passionate and Determined 10 Be Humble

What are the relatives of a spouse?

Relatives include your spouse, sister, brother, daughter, son, mother, father, grandparents, aunts, uncles, nieces, nephews, cousins, step relationships and in-laws. Significant others include persons living in a spousal relationship (including same sex) or familial fashion with the employee or consultant.

What is the responsibility of antitrust law?

It is our policy and your responsibility to comply with federal and state antitrust laws. Price fixing, customer and market allocations, bid rigging and other arrangements with competitors that are unlawful must be avoided, and you may never exchange sensitive business information with competitors.

Why is it important to obey laws?

Conducting Business With Integrity. In order to maintain our integrity and reputation, it is important that you obey the laws affecting our business, whether those laws are federal, state or local, and to the extent that foreign laws apply to what we do, you must also obey those laws.

Does Zappos allow political contributions?

Business contributions to political campaigns are strictly regulated by U.S. federal, state and local law. Accordingly, all political contributions with Zappos funds are coordinated and approved by the Zappos Finance and Legal Departments. You may not, without the approval of the Finance and Legal Departments use any Zappos funds for political contributions of any kind to any political candidate or holder of any national, state or local government office. You may make legal personal contributions, but you may not represent that you’re making any such contribution on Zappos’ behalf. Similar restrictions on political contributions may apply in other countries. Please contact the Finance Department if you have any specific questions.

What is Tommy's nickname?

She talked to him for nearly two hours – exchanging stories and learning of Tommy’s nickname, gummy bear.

How to create a customer service strategy for Zappos?

The customer service strategies behind Zappos’ success that you can implement today. 1. Create a culture of people who believe in your company’s values. Zappos developed a set of key values that lives at the heart of their company culture. And, they rally every employee around those core values and shared purpose.

How long does it take to quit Zappos?

And they test new employees’ commitment by offering them $2,000 to quit after 2 weeks of training. If the employee doesn’t take the payout after two weeks, Zappos leaders introduce them to an entirely human way of work.

Why do Zappos agents love their jobs?

Prioritize outcomes over metrics. Zappos’ agents love their jobs because they’re empowered to get creative to make customers happy. We’re not talking about the happiness that comes with a casual 15-minute phone or email conversation. Zappos’ agents pride themselves on delivering true happiness.

What is Zappos' goal?

Agents don’t use scripts and they never upsell. Zappos’ customer service has one, simple goal: to deliver customer happiness.

How to resolve a problem with a customer?

2. Empower your agents to provide unique resolutions to customers. 1 Talk with a customer on the phone for 10 hours and 29 minutes. 2 Send get well soon flowers to a customer’s ill mother on the company’s dime. 3 Refund a customer for a defective product, and then send a replacement for free. 4 Send a care package to a soldier in Afghanistan who called to exchange his shoes.

What does it mean when a call center is set up?

Most call centers are set up by policies and so the actual person that’s answering the phone doesn’t really have the ability to do anything. If you…call most customer service places, if you ask for anything that’s not normal they have to talk to a supervisor or just say ‘oh our policy doesn’t allow that’ and whatever.

How long does it take to change culture?

Instead of a quick succession of messages or meetings, give employees time to adjust to the idea of change. It might take weeks or even months to make the changes you want, but it will be easier for your employees.

What is Adobe culture?

Adobe is a company that has built a culture on trust. They go out of their way to give employees challenging projects, but then they take the next step to provide the trust and support so employees can succeed. Adobe purposefully built a culture that avoids micromanaging. Rather, they trust employees to manage and complete their projects in a way they feel is best. The company’s history of innovative and successful products shows the fruits of their culture.

What is Salesforce known for?

Salesforce. Salesforce is well known in sales circles, but it’s also well known for its culture of giving, as shown by its community giveback program. The company donates 1 percent of its yearly equity, 1 percent of its products, and 1 percent of employees’ time to community volunteer projects.

Why is it important to set clear cultural expectations?

Setting clear cultural expectations helps overcome complacency, and Evans believes it’s important “to communicate and reinforce the new cultural expectations continually.”. 5. Capped Potential. Some companies realize the need for culture change in the workplace when they face the challenge of capped employee potential.

What is the greatest challenge I see when attempting to change company culture?

Resistance to Change. Heidi Lynne Kurter, founder and CEO of Heidi Lynne Consulting says, “The greatest challenge I see when attempting to change company culture is the resistance to change.”. Employees don’t like to see changes in the workplace, and some are more resistant to changes than others.

What is culture in HR?

In essence, an organization’s culture is the shared perception of “how things are done.”. This perception may or may not match stated policy, values, or mandates. Good HR departments have a pulse on how employees are feeling, and can therefore be on the front line for managing and influencing culture.

What does Matthew say about staying consistent?

Matthew also recognizes the importance of staying consistent. “I think it’s important that once you institute the new policies or rules, you stick by them from day one,” he says. “Don’t let anything slide, no matter how small or big it is.”